What You Can Expect From Us

We are here to help you. We are dedicated to making this a fair and simple process.

We are guided by three key principles:

  1. The right to complain is fundamental to a democracy.
  2. Every individual will be treated with respect.
  3. The nature and severity of the complaint dictates our response and the resources we allocate to it.

You can expect us to…

  • Be impartial and accessible
  • Understand that complainants may be frustrated, upset, and angry
  • Be accountable, open, and ethical in all our communications
  • Be clear about what we can and can’t do, and tell you why
  • Be clear about our timelines and acknowledge when these cannot be met
  • Be respectful and professional
  • Listen to you carefully to understand and act on your complaint
  • Clarify both of our roles in the complaint-to-resolution process
  • Be clear about what you can expect from us and what we expect from you